Senior Customer Experience Analyst

Come make an impact on millions of BraziliansWant to make a real difference in the lives of millions?At RecargaPay, we build accessible and innovative financial solutions that transform the way people interact with money.Join us on this journey of impact and innovation, connecting people with opportunities that truly improve their everyday lives.Our purpose is to deliver the best mobile payment experience for Brazilians, solving real problems with smart solutions like Pix Parcelado, always staying ahead of trends and focused on our customers' needs.Here, we value collaboration, ownership, and a relentless drive for results—delivering excellence in every interaction.If you're looking to be part of a dynamic environment that challenges the status quo and puts people at the heart of every decision, RecargaPay is the perfect place for you to grow, co-create, and make a meaningful impactThe CX Journey Analyst is the living bridge between customer experience and the product lifecycle within a squad.Their role is to identify gaps, translate feedback into actionable decisions, and ensure that every evolution of the journey is designed with the customer at the center, creating real impact for the business.This professional combines critical analysis, structured listening, logical reasoning, and consultative influence.They don't just point out problems — they actively contribute to building and validating solutions alongside the squad.Main responsibilitiesAnalyze feedback, VoC data, and journey indicators to identify customers' real pain points.Deliver structured analyses to squads, with clear hypotheses and improvement suggestions.Actively participate in squad rituals (plannings, weeklies, reviews) as the voice of customer experience.Map disruptions in critical flows and propose feasible solutions based on impact and effort.Collaborate with teams such as Help Design, Customer Support, Product, and Engineering to unfold improvements.Measure the impact of changes using Problem Rate, Effort, CSAT, NPS, and First Contact Resolution.Support backlog prioritization with data-driven insights and challenges aligned with the squad's context.QualificationsPractical knowledge of SQL (JOIN, GROUP BY, filters, basic calculations).Experience with BI tools (Looker, QlikSense, or similar).Analytical skills to work with both quantitative and qualitative data.Structured thinking to propose journey improvements.Clear, concise, and objective written communication.Collaborative profile, with the ability to work across networks and multiple stakeholders.Familiarity with digital products and squad-based environments.DifferentialsExperience with CX frameworks (NPS, PR, Effort, First Contact Resolution).Previous experience in Product, Customer Journey, Customer Service, or Continuous Improvement.Knowledge of tools such as internal GPTs, Notion, Figma, etc.Benefits & PerksHealth and dental insurance with no co-pay;Life insurance;Flexible Meal Benefit – Flash card;TotalPass (wellness and fitness program);Home office allowance – monthly deposit via the RecargaPay app for personal use;Incentive through education and language learning platforms;Work from anywhere – your office is wherever you are.Diversity & InclusionDiversity is part of our DNA, and we are constantly striving for greater representation and progress.We believe our employees should be true to themselves, and that's what makes them unique in their roles—regardless of gender, religion, disability, LGBTQI+ identity, ethnicity, generation, or diverse experiences.We're looking for authentic, free individuals to co-create a more inclusive and innovative company and society.Does that resonate with you?Use of Your DataBy submitting a résumé with personal and professional information to participate in RecargaPay's recruitment and selection process, the candidate acknowledges that their data will be used for necessary analysis and validation throughout the recruitment process and for potential hiring.The candidate also authorizes RecargaPay to share their résumé data with other companies within the RecargaPay group should opportunities aligned with their profile arise.In compliance with Law ********* – the Brazilian General Data Protection Law (LGPD), candidates may request the update, correction, or modification of their information during the recruitment and selection process or request that their data not be used, in accordance with applicable legal terms.#J-*****-Ljbffr